Hello, I did a reservation with a hotel in London two days ago, and yesterday I was looking at the address on Google maps and saw very concerning reviews: Mice infestation, bed bugs infestation, leaking pipes, windows that don't open, and the list goes on. All of them less than a month ago, some less than a week ago, with pictures even.

This made me worried of course, and I immediately contacted Booking.com and the Hotel (less than 24h after I did the booking) and both were unhelpful. The website told me to message the hotel and the hotel told me to message the website. Refund request was denied.

I understand that the hotel has a no refund policy but there must be some sort of regulation that protects the customer, right? It must definetly be a health code violation and I'm worried about my safety there. I'm not sure how to proceed or who to contact now, does anyone have any advice?

Ps.: I was definetly my mistake for not checking the reviews online and choosing a bad hotel, but I didn't think a place like that would be allowed, and it seemed okay in the website. Lesson learned for sure :(